Customer Operations Lifecycle Specialist at Lendi Group

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Attention To Detail, Administration, Data Maintenance, Reporting, Broker Support, Feedback Mechanisms, Risk Management, Compliance, Microsoft Applications, Operational Risk, Requirement Gathering, Issue Identification

Industry

Financial Services

Description

Company Description Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise. Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024. Why Join Us? Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions. Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy. Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance. Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment. Job Description About the role Customer Operations Lifecycle Specialist, you will work closely with the Broker Onboarding, Distribution Operations and Commission teams to support Lendi Group’s strategy to achieve great outcomes for our broker network and customers. Critical responsibility of ensuring that existing brokers with the Aussie business are supported through the lifecycle of their business. The role requires a high level of attention to detail and excellent communication skills to ensure brokers’ have a seamless experience during their time with Lendi Group. Administration to support Retail Stores transitioning to new operating models. Administration of broker information and maintenance of broker data Administration of broker offboarding Administration of and assisting Aussie Brokers with store sales. Provide reporting and status updates on brokers Assist brokers with managing their daily tasks and completion in a timely manner Provide ongoing support to brokers throughout their tenure Coordinate with Aussie Retail and Mobile Support Teams to ensure a seamless support Collect onboarding feedback and draw insights for future improvement of the onboarding offering Review and confirm accuracy of broker details Manage internal inboxes Maintenance Standard Operating Procedures Gathering, validating, and documenting business requirements and reporting them back to team members Identifying issues, risks and benefits of existing and proposed solutions and outlining business impacts Provide assistance to other team members where capacity permits to help balance the load across the team. Support internal compliance through regular reporting Manage effective feedback mechanisms Build and maintain effective feedback mechanisms with brokers, franchisees and sales leaders to identify issues, improvement opportunities and system development priorities Risk Management and Compliance Ensure adherence and compliance with all company policies, risk appetite, and legislative requirements, including NCCP. Ensure appropriate management of customer information in line with regulatory requirements. Complete all mandatory training within required time frames and comply with all company policies and procedures. Adapt a culture of risk management and compliance. Participate in cross training with minimization of key person risk. Qualifications Previous experience within a customer service role of similar nature. Candidates with experience in employee onboarding, offboarding, or training may also qualify Strong verbal and written communication skills. Ability to use Microsoft Applications Knowledge of operational risk Comprehensive experience in the end to end leadership of risk management in complex corporate environments Ability to work well under pressure and organize priorities to meet deadlines Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces) Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair) Additional Information Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence. We support our people in a variety of ways, but a few of the benefits that our people rave about include: A vibrant, relaxed, yet professional culture. We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a month. Holistic wellbeing programs offering 24/7 support Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1. Access to 25 days of leave, made up of 20 vacation days and 5 sick days. Monthly internet subsidy to help you stay productive at home. Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us. Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG. Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose. We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace. This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey. Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!

Responsibilities

The specialist will support the broker network and customers by ensuring existing brokers within the Aussie business are supported throughout their lifecycle, requiring high attention to detail and excellent communication for a seamless broker experience. Key duties include administration for retail store transitions, broker data maintenance, offboarding, assisting with store sales, providing reports, and managing daily broker tasks.